Digital Transformation Lead

7 days ago


tiruppur, India beBeeCustomer Full time

Transform Customer Supportnoon is revolutionizing everyday life across the Middle East with a digital ecosystem of products and services.The company aims to deliver fast, scalable, and customer-centric solutions every day.We're looking for an AI-driven leader to transform customer support capabilities and drive growth in the region.This role will play a crucial part in filling gaps between people, technology, and processes by embedding AI into all aspects of customer-facing channels.The vision is to develop world-class customer support operations with cutting-edge technology.Key Responsibilities:Leverage data to identify opportunities in productivity, retention, and experience, and propose AI tools with measurable impact.Conceptualize and implement AI-powered workflows to reduce contact rates, handling time, and analyze customer sentiment for tailored resolutions.Cross-collaborate with technology, product, data engineering, business, and commercial teams to consolidate consumer insights into systems for decision-making.Develop and implement Co-pilot for chat and inbound support, leveraging customer sentiments, pain points, profiles, and knowledge bases to craft unique responses.Use data and past interactions to personalize customer experiences across different channels.Upskill CS teams to familiarize and actively use AI capabilities, including prompt construction and data interpretation.Partner with L&D to create relevant courses and playbooks.Design a feedback loop between engineering, CS, and product teams to continuously evolve capabilities.Define and track key success metrics such as CSAT, Contact Deflection, AI Adoption, and Resolution Rates.Turn success stories into how AI helped business streamline support and its cost impact.



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